RealSpin Casino - La verificación del jugador se ha retrasado.

For over a week, they have been requesting documents from me, asking that all four corners be visible, and then they asked for me to hold my ID and other documents up to my face and take a picture... I've done all of it. Now they want a notarized certification... I've sent that too and now there's no response. What do I do now...

Seit über eine Woche wollen sie nur Dokumente von mir wie das man alle 4 Ecken sieht und dann das ich das Ausweis und alle anderen Dokumente vor mein Gesicht halte und so ein Bild mache … habe ich alle getan … jetzt wollen sie von mir ein notarielle begläubigung … das habe ich auch verschickt und jetzt kommt keine Antwort mehr …. Was nun…

Dear ismetdural99, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino?

When was the last time you communicated with the casino customer support and what was your conversation about?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

I sent them all of that, and they got the OK, then they wanted the notarized registration certificate from me... I sent that too... now I've asked for the interim status but nothing has come... no answer, nothing...

das alles habe ich den geschickt , ist auch das Ok gekommen, danach wollten sie von mir den notariell beglaubigten meldebescheinigung…das habe ich auch verschickt… jetzt habe ich nach dem Zwischenstand gefragt kommt nix mehr .. keine Antwort Nix ..

Thank you for your reply.

Please forward me all the communication between you and the casino customer support regarding your unfinished verification to my email address at veronika.l@casino.guru. Kindly include the identity documents and photographs that have not yet been verified as well. Thank you for your cooperation, and I look forward to assisting you further.

Dear ismetdural99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.